Gabriela Arenas Ramirez

Achieved high customer satisfaction by effectively explaining account statuses and payment options.

Resolved delinquent account issues through efficient handling of high-volume calls.

Delivered clear repayment plans and hardship solutions, enhancing customer financial stability.

Determined eligibility for assistance programs by reviewing credit histories and financial data.

Maintained precise records of customer interactions and account updates.

Improved account management by monitoring delinquency status and executing follow-ups.

Enhanced customer relations by negotiating payment plans within company guidelines.

Strengthened customer understanding of credit impacts and provided recovery solutions.

Exceeded performance goals in call quality and resolution rates.

Upheld compliance with federal and state regulations, ensuring privacy.

Facilitated resolution of complex issues by escalating to senior specialists.

Executed payment processing and account updates with high accuracy.

Optimized account workflows using CRM and financial servicing platforms.

Contributed to operational efficiency by generating reports and supporting team tasks.

• Facilitated new hire and continued learning programs (in person and virtually) around Fiserv products, systems and soft skills for telephone customer service associates.
• Partnered with Operations leaders regarding associate performance during training and any proposed performance management actions for attendance issues and/or poor performance.
• Coordinated with Workforce Management to update and establish associate work and training schedules.
• Provided coaching and feedback to associates in both group and individual sessions to grow and improve their call knowledge and soft skills.
• Collaborated with the instructional designers to develop, enhance and/or update learning materials.
• Supported the continuous improvement of the organization by recommending process improvements, curriculum enhancements and/or new processes or procedures.
• Established mutually beneficial relationships with internal and external organizational peers to ensure associates received a positive onboarding and learning experience.
• Coordinated with Subject Matter Experts to learn new products and procedures, to assist in the design, development and delivery of quality training materials and work instructions.
• Traveled to other contact center sites to provide in-person training and support.
• Assist with banking customer inquiries regarding online Bill Pay service
• Work directly with billers and payees to research payments
• Work in a multi-program environment consistently meeting and exceeding in all expectations
• Assist peers with questions in help chat and floor support
• Assist in the development of associates by reviewing calls and delivering feedback in coaching sessions
• Five months experience- Performance Enhancement Lead
• Two months experience- Learning Enhancement Lead
• Four years’ experience as a facilitator for multiple lines of business: Bill Pay, Online Banking, & Zelle

• Confirmed reservations in system and reviewed all noted information
• Processed guest arrivals and departures including all necessary payments
• Answered inquiries pertaining to hotel services, guest registration and travel directions
• Overseen guest registration, reservations and other clerical duties with a focus in quality and courtesy